Service Consultant

EPCOR is hiring up to 13 permanent, full-time Service Consultant positions working out of Edmonton, AB.

Energy Services’ Contact Centre is the main point of contact for EPCOR’s regulated and competitive customers; as a Service Consultant, you will be accountable for providing customers with outstanding sales, service and support for their inquiries including billing, payment negotiation and utility service requests. You will promote EPCOR services and products to customers including energy plan sales for Encor by EPCOR customers.

This position has a tentative start date of January 20, 2025.
What you’d be responsible for

Customer Service

• Answering customer questions and concerns over the phone or in writing
• Enrolling new customers in the CRM system
• Directing calls, requests, and escalations to appropriate departments as needed
• Assisting customers with questions regarding billing, product offerings and
• Using active listening skills to understand customer needs and recommend appropriate products and services
• Assisting customers with setting up and managing their account online

Customer Retention

• Contributing to customer retention by maintaining strong customer relationships
• Managing challenging customers and requests with professionalism

Continuous Improvement and Problem Solving

• Identifying inconsistencies and bringing forward opportunities for process improvements to Team Lead and/or Manager
• Implementing approved ideas and/or suggestions
• Initiating first level problem solving and first call resolution

Must be able to attend our paid, in-person training program (approximately 3 months) which includes both classroom instruction and practical experience taking customer calls

Qualifications, behaviours and experience the successful candidates will possess are:

• High school diploma, G.E.D. or equivalent secondary education
• A minimum of 2 years of recent (within the last 3 years) work experience in a Call Centre, Community or Essential Services, Customer Service or Sales environment
• Experience working in a utility, regulated, or corporate environment is highly desired
• Excellent verbal, written and nonverbal communication skills
• Fluent in English (written and spoken) is essential; additional language(s) are an asset
• Demonstrable track record of positive performance, punctuality and schedule adherence
• Strong keyboarding skills and the ability to multi-task (typing while talking to customers).
• Resourceful with a highly developed attention to detail
• Strong computer background including experience with Microsoft Office suite of products (Outlook, Word, and Edge)
  • Working knowledge of SAP and/or SharePoint are valuable assets
• Proven ability to problem solve with a positive attitude
• Capability to handle confidential information with discretion

To be successful in this position, you must possess excellent interpersonal and customer service skills with the ability to establish and maintain positive working relationships. In a dynamic work setting with rapidly evolving business needs, our ideal candidates must demonstrate resilience and the ability to manage back-to-back calls throughout their workday. Adaptability and a proactive approach to handling challenges are essential for success in this role.
Other important facts about this job

Note: The position you are applying for will transition from temporary to permanent after a three-month training period. During this time, you will receive comprehensive training and support to help you succeed in your role. Upon successful completion, you will be offered a permanent position with benefits, vacation days and opportunities for career growth within our company. We look forward to seeing you thrive and become a valued member of our team!

• Jurisdiction: CSU52
• Class: SCA3
• Wage: Developmental Period (three months): $27.49 per hour
  • After successful completion of the developmental period, you will progress to the On-The-Job Wage (three months): $28.88 per hour

• Hours of Work: 80 hours biweekly

• Work Location: EPCOR Tower (10423 101 Street, Edmonton, Alberta)

Shifts coincide with the Contact Centre's hours of operation:

• Monday-Friday from 08:00-19:15, Saturdays 08:00 -16:45
• Shifts are scheduled based on a combination of business needs, performance and preference

Application deadline: November 20, 2024

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Please note the following information:

• A requirement of working for EPCOR is that you are at least 18 years of age and legally entitled to work in Canada. (A copy of a valid work permit may be required.)
• If you are considered for the position, clearance on all applicable background checks (which may include criminal, identity, educational, and/or credit) and professional reference checks is required. Some EPCOR positions require an enhanced level of background assessment, which is dictated by law. These positions require advanced criminal record checks that must also be conducted from time to time after commencement of employment.
• If you are being considered for a driving position, a current 5 year commercial Driver Abstract will be required.
• A technical/practical assessment may be administered during the selection process and this exercise will be used as a part of the selection criterion.
• To meet the physical demands required of some positions, candidates must be in good physical condition and willing to work in all weather conditions. Clearance on pre-placement medical and drug and alcohol testing may be required.